Support Executive

About the role

This role owns the support queue end to end — making sure nothing sits unanswered, stepping in personally on escalations, and mentoring the junior support staff who handle the day-to-day volume. You'll be the final point of contact for clients who aren't satisfied with a first response.

What you'll do

• Own and monitor the overall support queue and response-time SLAs
• Handle escalations that junior support executives can't resolve
• Mentor and train junior support staff on tone, process and troubleshooting
• Coordinate with developers and sales on recurring or high-impact issues
• Report weekly on ticket volume, SLA performance and common issues
• Refine our support scripts and FAQ content based on real tickets

What we're looking for

• 2+ years of customer support experience, including handling escalations
• Experience managing or mentoring a small support team
• Ability to set and track SLA/response-time targets
• Comfortable being the final escalation point for difficult client issues
• Clear communicator across support, developer and sales teams